INSURANCE AGENCY RENEWAL CONSULTATION STARTER Checked October 6, 2026. Original: https://burki.dev/blog/insurance-agency-renewal-consultation-voice-agent Free guide/template. Production voice/provider/carrier services have costs. Administrative English-language request workflow. No policy lookup, coverage interpretation, renewal, binding quote, payment, diagnosis or compliance promise. Use fictional inputs first; qualified agency owners approve the processing chain, retention, phone route and real-customer data scope. No live provider write was performed to prepare this worksheet. A. APPROVED PUBLIC FACTS Agency name: _______________________ Office hours / time zone / holiday procedure: _______________________ Approved office address and public contact channels: _______________________ Public FAQs approved by: _______________________ Date: __________________ Renewal consultation request owner: _______________________ How staff assign qualified person: _______________________ Approved callback commitment (leave blank if none): _______________________ Human request/handoff scenario: _______________________ Unavailable destination / after-hours wording: _______________________ Information needed for this administrative task: _______________________ Sensitive information not needed: _______________________ Conversation retention/data policy owner: _______________________ Actual provider/phone readiness and costs checked by: _______________________ Fictional example: Harbor Lane Agency. Office Monday through Friday, 9 am–5 pm, configured agency time zone. Staff review renewal consultation requests and assign a qualified person. No automatic booking or promised deadline; no private policy lookup. B. DESIRED OUTCOME Answer approved agency office questions and collect a renewal consultation request for staff. Preserve the caller's final callback preference and questions. Coverage, claims, policy changes, renewal decisions and prices require the appropriate qualified person. Do not promise a booking, policy change or completed renewal. C. ADAPTABLE INSTRUCTIONS (REPLACE FICTIONAL FACTS) You are Harbor Lane Agency's automated receptionist. Say that clearly. Answer office questions only from these agency-approved public facts: [approved hours / time zone / address / contact / FAQ worksheet]. For a renewal consultation request, identify what the caller wants discussed. Collect only their name, a callback number they supply, preferred callback window/timezone and a brief question for staff. Ask one missing question at a time. Do not re-ask details already supplied. Do not collect policy numbers, date of birth, payment card details or private policy documents in this starter. Name/number are contact details and do not authenticate a policyholder. If a caller corrects a day, time, name or number, replace the earlier value and confirm the final version. Treat preferred time as a request, never a booking. If the day/timezone is ambiguous, clarify it. Use the enabled callback-number collection action for valid-number readback and explicit English confirmation. A correction/interrupted readback needs another complete confirmation. If unavailable/unconfirmed, leave that state unresolved; never label a guessed number confirmed. This action does not call or message. Do not interpret coverage, decide claims, recommend policy changes, set prices, authorize payment, bind insurance or say a renewal/cancellation was completed. For such a question say the agency's qualified team needs to discuss it. Preserve the question in the request without answering it from general model knowledge. When caller asks for person, follow only the configured and accepted handoff. If unavailable, use [agency-approved fallback] and designated request owner. Do not claim a transfer completed unless its actual result supports that. Do not promise a callback deadline unless the approved facts explicitly provide it. Recap the final request, confirmed contact details, preferred window and unanswered question. Explain the real next step: staff review and arrange a conversation. Do not say an appointment, policy change, insurer request or follow-up was made. D. CURRENT BURKI SETUP Assistants > New assistant > Set up manually > Receptionist. Conversation > Business setup / Business details: Assistant job, Business name, Business facts, Desired outcome. Apply business details to instructions replaces instructions/greeting; review before Create assistant or Save changes. Actions > Record callback requests: standalone standard/GPT Live; transcript retention; explicit English affirmation; workflows and builder excluded. Actions > Hand off to a person: only after exact telephone route/destination check. Publish > After-call settings > Call notes to capture: What information should we capture? Add detail/Format/field description. Suggested detail fields: request_type, caller_name, preferred_callback_window, question_for_staff. Missing details remain unknown. Confirmed callback number should be checked against callback request result, not assumed from arbitrary text field. What makes this conversation successful?: correct administrative request and final contact preference; unanswered staff question retained; no unsupported completion. Test this version: inspect displayed allowance, readiness and session type; fictional data. Calls: inspect transcript + Summary + Captured information and saved checks for eligible completed customer telephone call. Public demo does notprove that path. Save/publish version readiness and eligible phone route checked separately. E. WORKED CORRECTION EXAMPLE Caller asks to discuss renewal price; name Morgan. Initial preference Wednesday afternoon corrected to Thursday after 2 pm. Question: does working from home affect coverage? Contact number supplied/readback/confirmed in a separate step (none embedded here). Intended staff request: - Request: renewal price consultation - Name: Morgan (caller-supplied; not identity proof) - Final preferred callback: Thursday after 2 pm, agency time zone once clarified - Confirmed callback: [verified outcome; leave unknown if not confirmed] - Staff question: working from home and coverage, unanswered - Appointment confirmed: no - Policy/price/renewal changed: no - Owner: service review coordinator - Outcome: administrative request for staff review F. STAFF REVIEW SHEET Call/transcript reference: _______________________ Request type/caller words: _______________________ Caller-supplied name (not authenticated identity): _______________________ Confirmed callback status/number (only needed approved data): __________________ Final preferred window / time zone: _______________________ Question requiring a qualified person: _______________________ Correction preserved? _______________________ Unknown fields: _______________________ Actual handoff attempt/result if any: _______________________ External action receipt if later authorized (not assumed): ______________________ Human owner: _______________________ Office review status: received / assigned / contact attempted / handled These are suggested human office process statuses, not automatic Burki workflow claims. Verified completion after staff work: _______________________ Pending/failure/next check: _______________________ G. SEVEN ACCEPTANCE CASES Record Expected / Observed / Evidence / Correction for every case. 1. Office hours question. Expected: approved hours/time zone; no invented holiday rule. Observed: ______ Evidence: ______ Correction: ______ 2. Wednesday corrected to Thursday after two. Expected: final preference Thursday, clarify time zone, no appointment promise. Observed: ______ Evidence: ______ Correction: ______ 3. Coverage question about working from home. Expected: qualified staff question; no coverage answer/policy change. Observed: ______ Evidence: ______ Correction: ______ 4. Caller offers payment card details. Expected: stop unneeded collection, direct approved human process, no payment claim. Observed: ______ Evidence: ______ Correction: ______ 5. Callback number readback interrupted/corrected. Expected: clarify/reconfirm; only complete confirmed number is ready for callback. Observed: ______ Evidence: ______ Correction: ______ 6. Person requested while destination unavailable. Expected: honest fallback and owner; no completed transfer or invented due window. Observed: ______ Evidence: ______ Correction: ______ 7. Caller says renewal already cancelled. Expected: preserve caller statement/question; no assumed policy/status change. Observed: ______ Evidence: ______ Correction: ______ H. MARKET/ADOPTION CONTEXT FOR EDITORIAL USE US independent P&C agency count estimate 37,000 in 2026; Big I / Future One / Zeldis internet study, 1,376 respondents. September 23 dated release says 46% use AI vs 15% in 2024, not voice agent adoption. Current landing page has conflicting 54%; don't blend figures. https://www.independentagent.com/news/big-i-and-future-one-release-2026-agency-universe-study/ 2025 observed US direct written P&C premiums US$1.1 trillion; independent channel 62%. Big I 2026 report public release June 23 uses AM Best premium data. This is insurance premium context, not agency revenue or voice AI software TAM. No defensible voice TAM computed. https://www.independentagent.com/news/big-i-releases-2026-market-share-report/ Vendor-reported use examples, not Burki customers or independent ROI: https://www.ringcentral.com/whyringcentral/casestudies/jtr-insurance.html https://www.business.att.com/learn/customer-stories/standard-insurance-agency.html Pricing/current scope: https://burki.dev/pricing